50 Customer Satisfaction Survey Questions to Strengthen CSAT

Boost your CSAT scores with the right surveys. Use our expertly written customer satisfaction survey questions and free templates to gain deeper insights into your customers’ needs and experiences.

Recent data reveals a surprising gap: while half of customer experience (CX) professionals believe customer satisfaction has improved in the last six months, only 18% of consumers agree. In fact, 53% feel it has actually declined. This disconnect underlines the importance of truly listening to your customers — and asking the right questions.

Crafting an effective customer satisfaction survey is both a science and an art. To help you do it well, we’ve compiled 50 sample satisfaction survey questions, along with practical tips to avoid common pitfalls and collect more accurate feedback.

What Are Customer Satisfaction Surveys?

Customer satisfaction surveys are tools that help you measure how customers feel about your business, whether on a detailed (micro) level or from a broader (macro) perspective. They capture:

• Overall satisfaction with your product or service.
• Experiences with your customer support team.
• Customers’ happiness with your organization as a whole.

Among various customer feedback surveys, the Customer Satisfaction Score (CSAT) is one of the most popular for gauging satisfaction levels quickly and effectively.

50 Customer Satisfaction Survey Questions

While general questions can be useful, tailoring your customer satisfaction survey to your industry often delivers more precise and actionable data. Below are 50 questions — both general and industry-specific — to help you get started.

General Satisfaction Questions

• How would you rate your overall satisfaction with [company]?
• Is there anything else you’d like to share about your experience with [company/event/service/purchase]?
• What is one thing we could do to improve your experience with [company/service]?
• What suggestions do you have for improving our [product/service]?
• On a scale of 1 to 10, how satisfied are you with [product/service]?
• Would you recommend [product/service] to friends and family?
• Is there anything else you’d like to share or suggest to help us improve our [product/service]?

Industry-Specific Satisfaction Questions

Financial Services

• How satisfied are you with our banking application process?
• How satisfied are you with the transparency of our financial [products/services]?
• Did our services meet your financial needs and goals?

Healthcare

• How satisfied were you with the care you received from our medical staff?
• How would you rate the cleanliness of our clinic?
• How satisfied are you with the appointment scheduling process?
• Please rate your satisfaction with the communication you received from our medical team.

Food and Beverage

• How would you rate your satisfaction with your recent visit to our restaurant?
• Did the ambiance of our restaurant meet your expectations?
• How would you rate the quality of the food and beverages you received?
• Were you satisfied with the attentiveness of the waitstaff?
• Were there any specific dishes or menu items that stood out to you? Please share.

Ecommerce

• Were you satisfied with the ease of navigating our website and finding the products you wanted?
• How satisfied are you with the checkout and payment process?
• Did the delivery and packaging of your order meet your expectations?
• How satisfied are you with the speed and reliability of our [delivery/shipping]?

Education

• Were you satisfied with the quality of instruction and course content?
• How would you rate the availability and accessibility of learning resources?

Hospitality

• How satisfied were you with your recent stay at our hotel?
• How satisfied were you with the cleanliness of your room?
• Did our amenities meet your expectations?
• How satisfied are you with the check-in and check-out process?
• How likely are you to recommend our hotel to friends and family?

Event Satisfaction Questions

• How would you rate your overall satisfaction with the trade show or event you recently attended?
• How satisfied are you with the communication you received from the event organizers?
• Were the event staff and employees helpful and friendly?
• How easy or difficult was it to access information and resources related to [event name]?
• Please share a memorable moment or experience from [event].
• How likely are you to attend [event] in the future?

Customer Support Satisfaction Questions

• How would you rate your satisfaction with the communication you received from [department]?
• How satisfied were you with the response time of our customer support team?
• How would you rate the helpfulness of our customer service representatives?
• Please rate your overall satisfaction with your recent customer service experience.
• Was your issue resolved to your satisfaction?

Website and Mobile App Satisfaction Questions

• How would you rate your satisfaction with our mobile app?
• How easy was it to navigate through our website?
• Were you able to find the information you were looking for?
• How satisfied are you with the checkout process on our [website/mobile app]?
• Did you encounter any difficulties using our [website/mobile app]? Please explain.

Pricing and Value Satisfaction Questions

• How satisfied are you with the pricing of our [product/service]?
• Do you believe [product/service] offers good value for the price?
• How satisfied are you with the [product/service] you received for the amount paid?

What Is the Customer Satisfaction Score (CSAT)?

The Customer Satisfaction Score (CSAT) is a key metric used in customer feedback surveys to measure how happy customers are with your organization, products, services, and overall performance.

Typically, a CSAT question looks like this:

“How would you rate your experience with our [product/service/event]?”

Respondents select from a scale, usually ranging from Very Satisfied to Very Dissatisfied.

How to Calculate CSAT

To calculate your CSAT score:

1. Count the number of customers who chose a “satisfied” rating.
2. Divide this number by the total number of survey respondents.
3. Multiply the result by 100.

This gives you a percentage — the higher the percentage, the more satisfied your customers are. For a detailed guide, including best practices and industry benchmarks, check out our comprehensive resource on CSAT measurement.

How to Build Effective Customer Satisfaction Surveys

Now that you’ve seen examples of effective customer satisfaction survey questions, let’s explore common mistakes businesses make when creating these surveys — and how to avoid them.

Mistake #1: Using Restrictive Answer Options

If your answer choices don’t include the response your participant wants to give, you risk frustrating them. They may have to choose an inaccurate answer, skip the question entirely, or abandon the satisfaction survey before finishing it — none of which helps your data quality.

How to fix it:
Offer inclusive options, such as:

• An “I don’t know” choice.
• An “Other” option with a comment field for open-ended feedback.

This flexibility makes your survey feel more user-friendly and ensures you capture a fuller picture of customer sentiment.

Mistake #2: Asking Two-Part Questions with Only One Response Option

This error is exactly what it sounds like — combining two different queries into a single question and forcing a single answer.

Example:

“Did you enjoy our service and new menu? Yes or no?”

What if the service was exceptional, but the food didn’t meet expectations? A single “Yes” or “No” doesn’t reflect the nuance of the customer’s experience. This can lead to skipped questions or, worse, misleading answers.

The fix: Ask for one clear answer per question.

Instead of the combined question above, split it into two:

1. “Did you enjoy our service?”
2. “Did you enjoy our new menu?”

This ensures the data is more precise and actionable.

Mistake #3: Requiring a Response to Every Question

While it would be nice if every respondent completed every question in your satisfaction survey, that’s simply not realistic. People are busy, get distracted, or occasionally skip a question because they’re unsure how to answer it.

If you make every single question mandatory — even the most basic ones — you risk frustrating participants and increasing survey abandonment rates.

The fix: Keep required questions to a minimum, focusing only on the most critical ones. Allow respondents the flexibility to skip questions they don’t wish to answer.

Mistake #4: Asking Too Many Questions

Nobody enjoys feeling interrogated. A customer feedback survey overloaded with highly detailed questions about every possible aspect of your business will likely lead to survey fatigue and lower completion rates.

The fix: Keep your survey concise. You can always run follow-up surveys later, and over time you’ll build a richer understanding of customer sentiment without overwhelming your audience in one go.

Mistake #5: Forgetting the Goal of the Survey

It’s tempting to ask a long list of questions in hopes of gathering as much data as possible. But without a clear, defined goal, your survey risks becoming unfocused — and the insights less valuable.

The fix: Identify the primary objective for your customer satisfaction survey before drafting questions. Ensure every question directly supports that objective. This focus will lead to better, more actionable results.

Mistake #6: Attaching Opinions to Your Questions

When you believe your customer service is top-notch, it’s easy to slip superlatives or leading language into your questions.

Example:

“How would you describe our friendly customer service representatives?”

By calling them “friendly,” you’re priming respondents to agree, which can skew results.

The fix: Ask neutral, fact-based questions. For example:

“How responsive or unresponsive were our customer service representatives?”

Neutral wording encourages honest and unbiased feedback.

Mistake #7: Getting Stuck in the Hypothetical

Most people find it difficult to answer questions about hypothetical scenarios. Asking “what if” questions about situations they’ve never experienced can lead to speculation rather than useful data.

Example to avoid:

“If our customer service representatives were extremely responsive to your needs, would you give our business a higher rating?”

The fix: Focus on actual experiences. For instance:

“How satisfied or dissatisfied are you with the performance of our customer service representatives?”

Pro Tip: Use a Likert Scale rating format (e.g., 1–5 or 1–7 scale) in your satisfaction survey to help customers easily express their level of satisfaction.

Mistake #8: Writing Overly Complicated Questions

If your respondents have to read a question multiple times to understand it, or if they’re asked to provide long, essay-style answers, you risk high survey abandonment rates.

Your goal is to create customer feedback surveys that are quick and easy to complete. Questions should be scannable and require minimal effort to answer.

Example — Direct and Simple:

“How responsive (or unresponsive) is our company in answering your questions?”

Example — Overly Long and Complex:

“If you have used our website, phone system, or email help system in the past, did our customer service representative get back to you in a timely manner?”

While both aim to measure responsiveness, the longer version adds unnecessary complexity and context that can slow down completion and frustrate participants. Keep it simple.

Mistake #9: Including Unnecessary Questions

It’s tempting to gather as much data as possible in a single satisfaction survey, but asking unrelated or off-topic questions can derail the focus of your survey and leave respondents puzzled — or even suspicious.

Examples of Off-Topic Questions:

• “What do you like to do during your free time?”
• “Are you happy?”

If a question doesn’t directly tie back to your survey’s objective, cut it.

Mistake #10: Using Only “Yes” or “No” Answer Options

While yes/no questions are simple, they can miss the nuance of customer sentiment.

Example — Too Simple:

“Is our company professional?”

The answer here could be “yes,” but that doesn’t tell you how professional customers perceive you to be.

Better Alternative:

“How professional is our company?”

Then provide scaled answer options such as:

• Extremely professional
• Somewhat professional
• Not at all professional

This small change transforms a binary response into more insightful, actionable feedback.

Free Online Customer Satisfaction Survey Templates

To help you get started, here are some methodologist-certified customer satisfaction survey templates designed to save you time and ensure your questions are structured for maximum clarity and insight. Each template can be customized to fit your brand voice and specific needs.

Customer Satisfaction Template

Use this customer satisfaction survey template to measure how satisfied customers are with your company, products, and services. Incorporate skip logic so respondents only answer questions relevant to their experience. This approach improves accuracy and keeps surveys short.

Customer Satisfaction with Customer Service Template

Perfect for assessing your frontline service and support teams, this template focuses on:

• Hold times
• Problem resolution
• Product/service knowledge
• Representative attitude

It’s designed to give you clear, measurable insights into your customer service performance.

Business-to-Business (B2B) Customer Satisfaction Survey Template

When your clients are other businesses, their expectations may be different from individual consumers. This template helps you evaluate B2B satisfaction in areas such as:

• Timeliness of delivery
• Professionalism
• Quality of service

By tailoring your customer feedback surveys to your audience, you’ll uncover deeper insights and take targeted action to improve satisfaction levels.